Shipping & Returns
We ship to most countries! UK orders ship free! The rest of the World is a flat rate of £7 (excluding housewares). We are currently not accepting orders from the EU through our website due to the new VAT rules. If you are in the EU and would like to order from us, please place your order through Etsy. If there's something you would like that isn't available on Etsy, contact us and we will happily create an Etsy listing for you.
UK orders are posted via the Royal Mail 48 service. International orders are posted via Royal Mail's Airmail service. Larger jewellery orders may be posted by recorded delivery at our discretion at no extra cost to the customer.
All of our acrylic and wooden jewellery is made by us in our Canterbury studio. This means that the jewellery is created especially for you and is subject to a 5-10 day manufacture period. We always aim to get orders made and posted in the quickest possible time though.
We try to ensure that all non-wholesale orders are dispatched within five days of receipt, although larger orders or those placed during busy periods, especially around Christmas, may take longer. Orders normally arrive within 2-3 working days of dispatch for UK orders and within 7-12 working days of dispatch for International orders. Due to COVID and the resultant postal staff shortages since 2020, as well as Royal Mail strikes throughout 2022, this has been extended in some cases, so if you're buying a gift, please ensure you leave as much time as possible.
When signing up for an account it's important to use a current email address so we can contact you with any potential order issues and so that you receive your automated shipping notification and know when to expect your order.
Royal Mail do not consider a package to be officially lost until 15 days after the expected delivery date (around 18 days after despatch for UK orders and at least 25 for International orders). In the unlikely event that your package seems to have gotten lost, please contact us after the aforementioned time period has lapsed via the Contact Us link at the bottom of the site.
We will happily replace any item that has been damaged in transit, provided that you return the item to us at the address below or provide a photograph of the damage, within 14 days of receipt. The cost of shipping will be refunded. In some cases it may be uneconomical to return a damaged item before we issue a replacement, so please contact us before posting anything.
If you wish to return an item for any other reason, please contact us first. We ask that you return the item(s) to us in its original condition. The item/s MUST be in their original box to protect it in transit, because if the item arrives broken we cannot then process the return. The consumer is responsible for the cost of shipping in these cases.
Items that are personalised in any way, such as name necklaces or speech bubble necklaces cannot be returned and are not covered by distance selling regulations.
Any items bought at a sale price will only be eligible for a store credit voucher.
For hygiene reasons we are unable to accept returns of earrings.
If you live Overseas and wish to return an item, please contact us via the Contact Us link to find out how to go about this.
Sugar & Vice,
Unit 26 Roper Close,